Karratha IT Technician

Apply directly below or email interest to jobs@commandit.com.au

Karratha IT Technician

POSITION OBJECTIVE

Provide adept and efficient IT level 1 IT services in a responsive, friendly and courteous manner.

Responsible for delivering excellent predominately IT onsite and from time to time off support and related services to Karratha customers.

Works as part of a team of technicians, operating in Karratha Western Australia and surrounding towns and regions. Provides quality customer services via answering support tickets, and attending to service requests.

Attends onsite scheduled appointments, and works remotely as required from the Karratha office to deliver professional quality IT support.

KEY RESPONSIBILITIES

The IT Technician position is responsible for troubleshooting, maintaining and supporting IT systems, networks and related IT equipment both on customer’s premises and remotely.

Receive and resolve customers IT service requests.

• Record and document information pertaining to works carried out.
• Document calendar of time for billable operations in a managed service provider environment.
• Assist and support other internal IT personnel as and when required in Perth, Karratha and Port Hedland operations.
• Complete a broad range of IT service tasks in a skilful manner that focusses on quality customer service delivery.
• Operate time efficiently and effectively, demonstrating good time management and productivity.
• Complete calendar entries daily. Recording billable and non-billable time entries.
• Completes works as scheduled and assigned to meet customer service agreements, customer needs and expectations.
• Participate in team meetings, foster and advocate a cooperative team environment and share skills and information collaboratively.
• Work inclusively with all company staff to assist in achieving successful business outcomes.
• Contribute to ensuring the companies IT helpdesk service function is of high quality, responsive and meets the needs of customers.
• Maintain contemporary ICT knowledge and awareness of Internet and network security threats, industry trends, IT vulnerabilities and risks associated.

CUSTOMER SERVICE DELIVERY

• Aim to exceed customer IT service expectations and deliver outstanding, responsive accomplished and personalised IT service assistance and support.
• Foster, advocate and uphold the company’s ‘Code of Conduct’.

EXPERIENCE

• Recent experience in a Managed IT Service Provider environment or similar role.
• Experience in a billable operations environment, where calendaring of time is essential.
• Proven demonstrated experience working effectively in a team environment and operating autonomously.
• Demonstrated interpersonal skills.
• Considerable experience working with Microsoft Windows 10 PC’s.
• Exposure to Windows server services and environments.
• Developed experience with installing, troubleshooting PC’s, laptops, tablets. Setting up local users on PC’s, connecting to email and related.
• Desirable experiences with switches, servers, networks and wireless equipment.
• Experience writing technical emails in a clear, simple and coherent way.
• Documenting settings and IT tasks completed.

QUALIFICATIONS

 Possess sufficient demonstrated experience in a similar IT role.

• TAFE Higher Education Diploma level IT qualification or
• Deemed appropriate industry and work experiences.
• University Tertiary Bachelor Degree in IT or appropriate related discipline.
• Hold a current driver’s licence.
• The ability to successfully pass a National Police Clearance check.
• The ability to successfully obtain a Marine and Aviation Security Card.

DUTIES

• Maintain workplace safety.
• Provide quality IT security services to customers.
• Act in a professionally courteous, respectful and friendly manner at all times to customers and Command IT employees.
• Attend appointments, call outs and scheduled attendances to provide IT services to customers on their premises in Karratha and in surrounding towns.
• Work autonomously on jobs, and in a team environment at the office in Karratha leveraging support assistance available from the Perth IT operations team.
• Configuration, installation, troubleshooting, maintenance and monitoring of PC’s solving end user IT needs.
• Understanding and exposure to Windows servers. Working knowledge of domain networks including Internet, DNS, DHCP, and Active Directory services.
• Troubleshooting of PC peripheral devices and input devices.
• Perform on-site connection of PCs, servers and peripheral devices.
• Proficient in installing VDLS2/ADSL2+ connections, modems / routers.
• Proficient in the use and understanding of Internet technologies.
• Resolve support requests and respond to customer support emails.
• Keep accurate records of client networks, amend network diagrams as required.
• Document, log and track all work performed for customers.
• Keep accurate records of billable service activities for company timesheet requirements.
• Have the ability to work unsupervised and resolve problems without direct supervision. Escalate to management matters where required using good judgment.
• Identify, troubleshoot and resolve hardware, and software problems encountered by customers and end-users.
• Maintain skills and knowledge of the latest industry trends, products and practices.
• Request orders for replacement parts.
• Carry out basic IP troubleshooting.
• Perform a variety of IT and related associated tasks for a wide range of IT service delivery.

ESSENTIAL TECHNICAL SKILLS

Demonstrate competent level of skills in regards to the installation, configuration, troubleshooting, maintenance and support of the following;

• Windows 7 and 10 PC’s
• Solve end user computer usage issues in an end point environment. Level 1.
• Understanding of Windows 2008/2012/2016 servers.
• Understanding of Active Directory, DNS, DHCP, basic IP networking.
• Internet technologies, and networking equipment such as NBN VDSL2 and ADSL2+ modem routing devices.
• Office 365, Microsoft Office 2013, 2016 suite of applications.
• Demonstrated training and experience, sound proficiency, competent knowledge in IT.

ESSENTIAL COMPETENCIES AND ATTRIBUTES

• Good interpersonal and communication skills.
• Capable written skills and personable team fit attributes such as emotional intelligence.
• Capable problem solver with IT troubleshooting proficiencies.
• Good team player with a professional, helpful and mature attitude.
• Good work ethics, honest and highly motivated to provide great IT service.

REASONING ABILITY

This role requires the ability to be careful about attention to details, and execute thoroughness in the completing of work tasks.

This role requires the ability to define problems, collect information and data, establish facts and draw conclusions relying upon qualified experience, skills, research and input from peers.

This position performs multiple job tasks on a daily basis.

This role requires judgement ability to escalate unusual or complex problems encountered to management for input and further direction.

I understand, accept and assert that I am capable of competently performing the duties and responsibilities contained within this position description.

Due to the nature of the IT service industry and the fact that the company has multiple Pilbara operation locations, I understand and accept that this IT Technician role may be operationally required from time to time to travel, including to but not limited to Port Hedland. Some reasonable additional hours may be required as is industry applicable. Reasonable travel notice will be provided where overnight stays are required.